January · 2 months ago
Client Operations Manager
New York City
Full-time
Onsite
Mid, Senior Level
3+ years expJanuary is a company focused on transforming consumer finance through a data-driven platform. As a Client Operations Manager, you will lead a team to enhance operational excellence and drive revenue growth by improving client service and technical problem-solving capabilities.
Consumer LendingCreditFinancial ServicesFinTechOnline Portals
Responsibilities
Build and lead a high-performing operations team — Develop your team's technical and operational capabilities through targeted coaching, clear performance standards, and structured skill development that moves associates from competent to exceptional
Design and implement operational excellence — Create the systems, processes, and quality frameworks that ensure 100% of high-priority client requests are resolved within SLA while reducing errors by 50% or more
Drive technical problem-solving at scale — Enable your team to independently investigate data discrepancies, troubleshoot workflow issues, and resolve complex technical challenges without constant escalation
Strengthen cross-functional partnerships — Collaborate with Client Success Managers to align operational delivery with strategic account goals, partner with Implementation on smooth handoffs, and work with Engineering to improve tooling and reduce manual work
Create scalable foundations for growth — Build comprehensive documentation, training programs, and operational playbooks that allow the team to handle increasing complexity and volume without proportional headcount growth
Manage stakeholder communications during critical issues — Lead client communications during operational challenges, turning potential escalations into opportunities to demonstrate January's commitment to excellence
Establish metrics and accountability systems — Implement KPIs and performance dashboards that make success measurable, drive continuous improvement, and ensure consistent service quality across all clients
Qualification
Required
3+ years managing technical operations or support teams with demonstrated success improving team performance and operational metrics
Proven track record of developing individual contributors into higher performers and managers through coaching, structured development, and clear accountability
Background managing client-facing operations in B2B SaaS or fintech environments where accuracy and compliance are critical
Strong SQL skills with ability to write complex queries, investigate data discrepancies, and teach technical concepts to team members
Experience building operational systems from scratch that scaled successfully with business growth
Track record of implementing SLAs, quality frameworks, and operational metrics that drive measurable improvement
Demonstrated ability to troubleshoot technical issues across multiple integrated systems
Exceptional written and verbal communication — you can explain complex technical issues to non-technical stakeholders and write client communications that build confidence
Strategic thinking balanced with hands-on execution — you can design long-term solutions while rolling up your sleeves to solve today's problems
Strong prioritization skills — you thrive when everything feels urgent and can make clear trade-off decisions
Cross-functional collaboration — you build strong relationships across teams even when priorities compete
Comfort with ambiguity — you can create structure and clarity in undefined situations
Preferred
Experience with enterprise clients in financial services or debt management
Knowledge of YAML, APIs, or workflow automation tools
Previous experience scaling operations teams through process improvement versus headcount growth
Background in early-stage or high-growth startups (Series B-D)
Company
January
A transparent debt resolution platform humanizing the consumer debt collection industry
51-200 employees
H1B Sponsorship
January has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2022 (1)
2021 (1)
2020 (2)
Funding
Current Stage
Growth StageTotal Funding
$22MKey Investors
IA Ventures
2023-12-04Series B· $12M
2022-03-30Series A· $10M
Leadership Team
Jake Cahan
CEO & Founder
Recent News
2025-11-03
2025-03-01
2023-12-19
Company data provided by crunchbase